Travel Trolley Reviews

Name: Travel Trolley
Rating: 1.46

1.5 Rating 380 Reviews

11 %

of reviewers recommend Travel Trolley

Company Reviews

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1.5

Based on 380 reviews


Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.3 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

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Travel Trolley 1 star review on 24th April 2024

Anonymous

"What a truly awful company\r\n\r\n*Summary*\r\nCovid-related issues aside, TT are an unprofessional, disrespectful and plainly dishonest company.\r\nThey took almost 5 months, 30+ phonecalls and legal threats to refund our flights.\r\n\r\n*Tactics*\r\nThey employed a variety of tactics to avoid refunding us (and I'm really not being cynical). Some examples:\r\n* Refused to send through any written confirmation of the refund\r\n* Conflicting information (every representative seemed to say different things)\r\n* Noise interference on the line \/ Pretending to not hear me\r\n* Extreme rudeness\r\n* Just plain lies [we know, because my parents had an identical booking and were fed different answers!]\r\n* Failed promises to call back [we were called back just once, I believe]\r\n* Repeatedly promising it would be resolved in two weeks\r\n\r\nThey charged us a \u00a375pp admin fee on the refund, as their T&Cs suggested they 'may charge an admin fee'. They later caved to public pressure and reversed these fees. I suspect it was legal pressure that forced their hand, as \u00a3150 was probably not a reasonable amount to charge for processing a refund.\r\n\r\n*Ticket didn't even work! Would have ruined our holiday*\r\nThey also failed to book correctly in the first instance - issuing a ticket for which the booking reference didn't even work! It was lucky that I ended up speaking with BA, as they said the ticket did not even exist! As a result, TT had to re-issue the ticket. If we hadn't have checked in advance, we would have been refused entry at the airport!\r\n\r\n*Conclusion*\r\nTT can be slightly cheaper than booking direct (or using a reputable agent), but they are simply not worth it. Trust me. This wasn't a one-off bad experience with one representative. Every interaction we had with them was anxiety-inducing. After weeks of calls, I had to visit my GP who diagnosed me with clinical anxiety, and my wife had to continue conversations with TT. This was their tactic from the start - confuse, frustrate and stress out the customer so much that they give up or give in and accept a credit voucher instead.\r\n\r\nThis is the first negative review I have written here (it really takes a lot to offend me).\r\n\r\nNote, I will not be leaving my booking reference (as I never want to hear from TT again), but my review is 100% genuine.\r\n\r\nTravel Trolley absolutely deserve this rating - the company is simply rotten to its core."

Travel Trolley 1 star review on 8th June 2022

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“It’s a terrible travel agent, fake people . Robbing people . Never ever use Traveltrolly as it is part of southhall travel as well Giving customers false information”

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Posted 2 years ago

“It is now two years after we booked 4 flights to South Africa through Travel Trolley for £2,000. The flight to South Africa was cancelled due to Covid. I have been trying for 2 years to get access to the "voucher" or the "refund". Two years of not getting an answer from Travel Trolley. Two years of Travel Trolley asking me to call back in a few hours. Two years of Travel Trolley asking me to call back in a few days. Two years of Travel Trolley asking me to call back in a few weeks. Two years of Travel Trolley asking me to call back after a certain date... I still have no answer. They cannot tell me if I can have a voucher or a refund. What they can tell me is to call back in a few days. I have been calling back for 2 years and now I need answers. The "manager" has promised to call me within 2 hours, by the end of the day etc. Still no phone call. I am incredibly upset and angry. Customer service today called me arrogant. I asked him how he would be speaking had he been in the same situation. I am desperate which is very different to arrogant. I wait for the "manager" to call me back to explain where my refund is and when I will be seeing it in my bank account.”

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Posted 2 years ago

“Travel Trolley is a terrible, terrible company, they have hidden rules and demand that customers rebook flights via the phone. They are absolutely terrible, stay away!”

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Posted 2 years ago

“Honestly ,worse people to deal with ,no after service or help at all”

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Posted 2 years ago

“If I could give a lesser review I would, Travel Trolley are genuine scam artists. During the pandemic I was told I could not get a refund on a flight to a red list country, America were not accepting UK passengers. I tried to get the refund they enforced me to take a credit voucher of the same price which is 584 pounds. When I came to use the voucher nearly 1 and a half years later, they said look online at flights you want and then call us and book with us over the phone only, so I looked for an appropriate time and date and knew I would have to pay small excess as the new flight I wanted was more money and was ok with that, however when I showed them the flight I wanted they said, 'no you shouldn't look on our website as the prices are different for you'. they told me for my new flight I would have to pay an extra 227 pounds per passenger to fly, making the voucher basically worthless to me. If I had known this was such a scam I would have fought harder for a refund at the time, but didn't want to be that person during a pandemic putting further pressure on airlines and companies. Very upset, they keep offering me a 100pound refund, which isn't what I paid at all and I want all of my money back.”

Helpful Report

Posted 2 years ago

“They take advantage of something that you'd do by yourself”

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Posted 2 years ago

“A charge went on my Visa card for $179.83, for a flight to NY that I never made, calling it an AGENT FEE! Having extreme difficulty getting it resolved! Stay away from this company!”

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Posted 2 years ago

“I’m not one to usually complain as I try to understand that everybody is just trying to do their job but I have to be honest this company has been the most awkward and unhelpful company I have ever dealt with my entire life. Every single time I phone and speak to 1 of the 10 agents I have had to in the past 18months I am always put on hold for At least 5-10 minutes for literally every single question I ask. It’s like travel trolley hasn’t provided the staff with any training as most of them don’t seem to to be able to answer even the most basic of questions based around trying to book or rebook a flight. I have lost count how many minutes I have wasted sat on the phone waiting to be given no real answer and to then be told we will give you a call back within a couple of hours which actually only 1 person ever has. The behaviour of this company is totally unacceptable in my opinion. People are paying them for a service and as a company they are failing miserable to provide this in the proper fashion. I have found dealing with travel trolley very stressful, very difficult and very unprofessional. They refused to give me a refund initially for flights to Canada that were cancelled due to COVID, I was told I had a travel voucher which was in fact a lie, I only found this out when trying to redeem my voucher, I actually had been given an open ticket which meant it was not transferable to any other destination and I only had 2 years to use it from the original departure dates which I was also never told in the emails or by any of the staff over the last 18months. They refused to extend the voucher even though Canada has been shut for travel the whole year. I can safely say I will 100% never be dealing with this company again. I am appalled at the level of service I have been provided over the last 18months. Booking a holiday should be a nice experience giving people something to look forward to, this company has well and truly ruined that for me and my family due to the hassle and stress they have put us through. I have logged a complaint with them officially and the email reply is shameful is my opinion! DO NOT BOOK WITH THEM!!!”

Helpful Report

Posted 2 years ago

“I have paid £239 for my ticket which got cancelled due to COVID over a year ago. I received a credit note that I wanted to redeem now. The ticket on their website is £360. I called and the travel agent and they want to charge me additionally £270 (a price difference of ca. £120 but the rest is apparently a date change). The agent was overly rude over the phone and totally unsupportive in this situation. Being in a situation where you just cannot pay these amounts every now and then, I feel very disappointed and left alone from Travel trolley.”

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Posted 2 years ago

“Completely useless company ignoring costumer. Maybe the price is ok but that's it ,nobody contact me after airline cancel flights nobady try to do anything.Costumer service are from space cheating customer.Company without any professional service shouldn't exist on the market. I think this is a group of small children witch want to make big money.Unprepared without bools ,group of ignorant kids. NO NO NO NO NO. You will do you will cry. Completely useless company ignoring costumer. Maybe the price is ok but that's it ,nobody contact me after airline cancel flights nobady try to do anything.Costumer service are from space cheating customer.Company without any professional service shouldn't exist on the market. I think this is a group of small children witch want to make big money.Unprepared without bools ,group of ignorant kids. NO NO NO NO NO. You will do you will cry.THIS COMPANY ARE SCAMMERS”

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Posted 2 years ago

“Worst service ever. NEVER BOOK WITH TRAVEL TROLLEY. you can not get worse service than this.”

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Posted 2 years ago

“Worst company I’ve ever dealt with. Still waiting 18 months later for a refund on our flight that was cancelled at the very start of the pandemic”

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Posted 2 years ago

“Booked flight online and paid, received a call few hours later asking for more money or booking cancellation 😡”

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Posted 2 years ago

“Likewise, very bad handling with cancellation. I will never book any holiday with this company.”

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Posted 2 years ago

“Everyone be careful with online booking via skyscanner through travel trolley. I asked for the cancellation of a book ticket and refund and told by the customer service department that you can get when the flight is near date,and advised me to call back one or two days before flight departure. So I called on the the day (30 hours before flight) and told by the staff to email us.So emailed them straight away but no acknowledgement of my email from travel trolley. Next day I called to check and got the reply that we cannot refund you as haven't applied for the refund and flight is departed already this morning. When questioned about the email and phone conversations there was no answer except we are sorry. Sorry for their incompetence as they cannot apply for the refund in the due time.”

Helpful Report

Posted 3 years ago

“Do Not Book With Travel Trolley!!! Worst travel agency I have experienced. If you want to deal with rude agents, poor customer service, lack of updates to flight status, then book with them. I advise not to use this company, I have learnt my lesson. It’s better to pay direct to the airline.”

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Posted 3 years ago

“Absolutely shocking service DO NOT USE!!!!! they are criminal!!! take your money.....then take more money when you have to change flights due to the COVID 19 situation.....Still cant fly due to government restrictions and they are still arguing that I am not entitled to a cash refund....Breaking the law!!! 1.It is illegal to fly internationally until after 17.5.2021! and then it will be subject to a traffic light system! 2.KLM the airline are just as bad! Intentionally NOT canceling flights which stops any one getting a cash refund! 3.Abta and Atol are now investigating the scurillous behaviour of this travel agent and KLM.....DO NOT BOOK WITH THEM!! This has been ongoing for several months and they will pass the buck and blame each other ... AND THE RUDE ATTITUDE FROM THEIR STAFF IS DISGUSTING....High pitched aggressive techniques to make you back down and take a voucher.....I dont want a voucher I want my hard earned money refunded back to me! ( which as been in their account since December 2020!!!! ) If Travel Trolley are reading this Take action and resolve peoples issues in a courteous and timely manner!!! The answers below can not be fully completed as I am still waiting on my refund!”

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Posted 3 years ago

“Do not use. They lie and are so rude.”

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Posted 3 years ago

“My airline canceled my flights in April 2020. Travel Trolley confirmed that they received a refund of £311.40 from the airline, & after a dozen emails and almost a year, it still hasn't been returned to my account. TLDR; The flights have been cancelled, and they've kept the money from the airline.”

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Posted 3 years ago

“Absolutely disappointed to say the least. I have been in touch with citizens advise and consumer rights regards your conduct which I feel has been appalling. I have been lied to by members of staff posing to be management and have no intension of helping. It’s all okay when they’re taking your money but as soon as there is a promenade they palm you off. Absolute joke and to confirm I will be going to trading standards. Anyone reading this just be very careful when booking through this armature set up.”

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Posted 3 years ago

Travel Trolley is rated 1.5 based on 380 reviews